Rep. Dan Crenshaw (R-TX) is going after United Airlines online after a United agent refused to allow Congressman Crenshaw’s wife and her mother travel with their dog. The agent reportedly grabbed at the dog, even after his wife agreed to simply fly Southwest instead. Crenshaw says that the agent wanted to photograph the dog as part of getting them banned from the airline. His wife is taking their child away from the incident and the agent grabs at the dog.
The congressman got a meeting with the airline’s vice president for airport operations and he recorded it, with the United Vice President referring to “customers like you” that he has to deal with “every single day.” The United executive defended the agent, claiming she was calm and kept hands to herself, though video of the incident contradicts this. United doesn’t have a great track record with dogs.
The congressman gets frustrated with United’s Vice President, when video supports his version of events but United continues to dispute it. He drops an f-bomb, and the United VP tells him to “shut up” and grabs the congressman’s laptop. Crenshaw says that United’s lawyers have threatened to ban him from the airline.
You’ll see a United agent grab the dog and personal property, and you’ll hear the shocking recording of my conversation with that agent’s supervisor (the VP of Operations) here in Houston. I fully expect United Airlines will attempt to retaliate against me. They’ve already sent me multiple veiled threats regarding my ability to travel in the future. Because they have a monopoly on the routes I need to DC, I don’t have much choice but to fly them.
…Many of you have shared your stories of being mistreated by an airline agent on a power trip. It’s time to start considering legislation that protects passengers. These airlines took tens of billions of dollars from taxpayers. United took $10.9 B and owes us better than this.
This is one of the more aggressive videos I’ve ever had to post. You really need to see it all the way to the end. You’ll see a United agent grab the dog and personal property, and you’ll hear the shocking recording of my conversation with that agent’s supervisor (the VP of… pic.twitter.com/xhK0v4zQzw
— Dan Crenshaw (@DanCrenshawTX) January 21, 2024
Congressman Matt Gaetz posted his support along with Congresswoman Anna Paulina Luna. Senator Mike Lee promises hearings calling United a “monopolist” though while Crenshaw says United has a monopoly flying Houston to DC, that’s certainly not the case as Southwest Airlines flies Houston Hobby to Washington National (a route under 1,250 miles so within the National airport ‘perimeter’). Hobby airport is less convenient to the Congressman.
They didn’t target my wife for being my wife, she didn’t even get a chance to check in before they flipped out on her. That’s just how that woman Angela apparently treats everyone!
The guy I met with, Phillip, absolutely knew who I was and clearly hated my guts. https://t.co/Yi2fKNURMC
— Dan Crenshaw (@DanCrenshawTX) January 21, 2024
Crenshaw, a former Navy SEAL who lost his right eye to an IED in Afghanistan, is something of a maverick. He was elected in 2018, besting a candidate supported by Senator Ted Cruz and Governor Greg Abbott. His opponents focused on his criticisms of Donald Trump.
While generally conservative, he’s publicly critical of the House Freedom Caucus as “performance artists” and “grifters.” He spoke at the 2020 Republican Convention and did not mention then-President Trump, and criticized January 6th Capitol attackers, later calling efforts to overturn the election unconstitutional. He recently had appearances on Fox News cancelled after referring to one of their top hosts as “the type of dude who pees sitting down.”
The incident with United has turned Crenshaw into a supporter of a Passenger Bill of Rights, consumer protections usually associated with Democrats. I’d add that while United looks very bad here, like Mel Brooks said in History of The World, Part I “it’s good to be the king.” When most of us have run-ins with airlines, we don’t get Senate hearings. Most of us can’t easily get access to airport surveillance video, either.
That’s why airlines, which are one of the most heavily regulated and subsidized businesses in the country, are usually far more solicitous of the political classes.
(HT: @DSvor)
I’m glad this finally happened to someone important enough to get some changes made. Especially not just the wrongfully agent but corporate unconditionally standing up for them regardless of how much evidence showed the employee was wrong!
While we definitely need a good way to stop entitled problematic passengers, we also need to end this mentality of airline employees are unconditionally right.
They messed with the wrong guy and I expect the gate agent and VP to be disciplined or fired. He won’t let this go. Not only will he continue publicly shamming them and encouraging constituents not to fly United he will likely have the CEO testifying in front of a house subcommittee soon. Not the publicity United needs.
Good for him (BTW for any knee jerk “anti-MAGA” comments read Gary’s post again and check his record. He is more in line with John McCain than Trump.
I hope that this is the spark that causes things to blow up in Kirby and other airline CEOs’ faces. Agents who cannot handle dealing with the public need to be reassigned.
Did anyone understand why they couldn’t fly with the dogs?
Is THAT what started this whole mess?
Not a fan of Crenshaw, but it looks like he is right here. The video shows an airline employee way out of bounds, and another making it worse. I still don’t understand why airlines don’t train their staff in how to interact with people.
1st – what is the United Airlines explanation of this event? Your article is lacking half the story. 2nd – it is 100% true that when an event or situation affects a member of congress, it gets attention and action by congress or even a new law. I recall when a member of congress’s grandchild got stuck in a pool pump at the bottom of a children’s pool and was killed as she could not be pulled from the suction. After that, congress passed a safety act that mandated that pools have a cage around those suction pumps so other children or adults could not get sucked against them and drown. Something safety groups had wanted to happen before, but congress would not act.
The problem is we don’t see or hear what started this whole thing.
Were they denied boarding due to the dogs or something else?
Once they stepped away from the counter, the agent was wrong to come out and escalate whatever it was.
Also not a fan but Crenshaw should get a law passed to prevent United agents from dragging both doctors and dogs in legal sized “under the seat” carriers from its check-in counters and/or its aircraft.
Not sure where United’s comms department is on this incident, or if they even have one.
At one time, I know for a fact, that airlines used to REQUIRE advanced notice of warm blooded animals traveling with passengers. There was a fee and a maximum of 1 animal in first class cabin and 3 in the coach section and they must stay in the approved under seat cage during the entire flight. Cold blooded animals are prohibited due to the actual ability for the animal to carry and transmit salmonella. Of course, LEGAL support animals are exempt…not the passengers “support turkey” or “support iguana” (which is cold blooded for the un-informed).
If a teacher in any classroom in the land treated students the way many airline employees treat their customers, they’d be out of work by the time the bell rang. Airline employees know they will be absolutely backed in each and every situation, regardless of how they escalated it. Teachers learn they will never get backed by administration and walk carefully or find another line of work.
He’s a nobody so who cares !!!
i am not surprised on the under paid and under staffed folks get frustrated with their customers it is an issue with mangement just like the Vice president of this situation does not care of his staff or his customer.
Ticket agent Karen (the mask speaks volumes) committed a tort, known as trespass to chattels. The only time a ticket agent should touch your property is when you’re checking it in for loading onto the plane.
In the 1950’s, airlines were openly political. AA was Republican and CO was Democratic. They got better routes depending on who was in power.
I’m sure he and his family have gotten used to feeling entitled and being treated special. It would be nice to see how this all started. It sure would be nice if I could get a meeting with a Delta VP every time a DL agent treated me improperly (especially when I know they were wrong). When someone has absolute authority (such as a gate agent, flight attendant, pilot), wouldn’t it be nice to have some sort of impartial review board with video and audio as a final resolution as well as a teaching tool. There is no good solution to any of these situations other than airlines hiring good, honest, people who know how to interact with a diverse public in many varying situations. Would have loved it if the person who got thrown off the DL flight 2178 for criticizing the FA who refused to help an older passenger who needed help putting a bag in the overhead had been a member of Congress. That would have been fun. Life is hard in the first world.
Had he flown Delta, the world’s only PREMIUM airline, he never would have encountered this issue…because he would’ve been pre-emptively banned for being a non-woke Republican!
He’s a POS snowflake.
Yawn. I hope this congressperson gets the injury resolved in court.
I normally don’t care for Dan Crenshaw or his politics, but in this instance, he is 100% correct. I am a United 1K flyer like Crenshaw, based in LA. United is generally a great company with great people and great service – except at Houston IAH check-in in Terminal C where that video was filmed. I have had numerous problems there (including yesterday where things escalated to the point where I had to call for a manager after some idiot employee from United’s third party vendor who handles most check-in operations at IAH laughed at me when I said that I don’t use kiosks). And that hideous creature assaulting Crenshaw’s wife and trespassing his chattel, Angela, is actually someone I’ve encountered before and she is every bit as bad as Crenshaw describes. I’ve reported her to United’s IAH management team, yet she is still shockingly on the floor and still abusing passengers. United’s most senior management needs to come into IAH and completely clean house… and it sounds like the first one who needs to go (after Angela) is that Phillip character. I would not have remained as calm as he did in that interaction with that clown. While, as an employer, I try to defend my employees when appropriate, in a situation as clear cut as this, the only thing an employer can do is to own the mistake, apologize profusely and unequivocally, and promise to do better. (And then, of course, discipline the offending employee)
Perhaps the agent wanted to “grab a bite” ?
I actually am torn between the dog’s fangs , the VIP bigshot’s complaint , and the United VP’s words. How about a CLEAR policy on the part of United : NO DOGS ! Solves the entire problem .
The underlying issue here is UAL’s Phillip Griffith. Regardless if Dan Crenshaw was right or wrong about his grievance, Griffith’s behavior is unconscionable. He lacks people skills or understanding
the definition of customer service. Griffith is likely an angry man who finds himself in a
high level position without the skills to undertake what is required. Shame on UAL for
condoning such behavior. And for the record I am not a fan of Mr. Crenshaw’s politics, but applaud. him for bringing out the real issue in this matter and that is Mr. Griffith.
In Hawaii there are tourists who don’t like the big carry-on bag rules , don’t like the dog rules , don’t like the agriculture inspections , don’t like the high prices , don’t like the haughtiness of the locals , don’t like their fellow tourists , don’t like the posted rules … and I say to all : don’t buy a ticket , and above all : LEAVE THE DOG AT HOME ..
@jeffk – Not quite correct. The child you’re referring to was the granddaughter of James Baker, the former Secretary of State. After the incident, her mother began working for passing the law you mentioned, but it was five years and several additional incidents before one was passed, and even then only as part of another bill, as the standalone bill was never passed by both chambers, only the Senate. The eventual law was named after her.
https://en.wikipedia.org/wiki/Virginia_Graeme_Baker_Pool_and_Spa_Safety_Act
Just as Mr Crenshaw doesn’t do a good job of hiding his obvious virtual signaling by hinting at a comment about the CEO’s support of diversity in the workplace, or for the CEO dressing in Drag for Halloween, or Mr Crenshaw’s obvious racial inference by showing the Vice Presidents picture and saying, “Why would anyone think sending this man to me would be a good idea”, and “I had a bad feeling about him right from the beginning”… I will also not mention in my response about Mr Crenshaw’s support of automatic weapons in the hands of 18 year olds or his support of outlawing abortion with no exceptions (even to save mother’s life, rape or incest).
Perhaps this is just “performative outrage” (which Mr Crenshaw has previously stated he dislikes) over an incident where one out-of-line employee over reacted. Without knowing the “story” before this story does not necessitate more legislation. Maybe supporting Sec Buttigieg’s work giving passengers more rights and compensation would be more productive and allowing United to reprimand their employee appropriately.
Geez, Crenshaw, you fascists haven’t overthrown the gubmint YET.
Behave!
More Maga entitlement…..
Alert: “grab a bite.”
LOL
Alert you win the internet today!
This should be an airport security or Houston police matter.
Jorge
Your crap is getting old.
Regardless of his or anyone else’s politics, the family did not deserve getting this treatment.
Apparently it’s standard procedure with Angela in Houston.
Oh man.. I hate that we’re getting this from such a snake.
But he brought reciepts. Oh boy. He’s not wrong with the entitlement in the industry and treatment.
The customer service agent does that whole double standard threat. (With the “cursing is not allowed”… it’s their litlte “hang up claus they operate on)
Well, I watched the video
(without throwing up!) and Crenshaw ignores the initial incident. You know, the thing that started it all, so that tells you something.
Oh, and Crenshaw, legally, dogs are property. You can’t
“assault” property. You can only vandalize it.
Speaking of the TWO dogs,Crenshaw says they were in BAGS.
Not approved pet carriers.
I imagine that’s what started the whole thing. No carriers, Angela told them they couldn’t fly. Curse words flew (because maga entitled short tempered uncultured).
That’s what I suspect happened.
I have no sympathy for the Crenshaw. Why? Cute small dogs bite too. And I must smell like a steak because dogs are always biting me.
I will give Crenshaw this. Angela was out of line with her actions at the end. Hey Crenshaw, welcome to our world of power tripping airline employees! Oh, and you’re at an airport in Houston, the liberal capitol of the world. Do you often walk into Lion dens and get surprised when they bite you?
Tell congressmen to pound bricks
Gary, the Honorable Mr. Crenshaw can’t fly Southwest. They don’t have first class!
Jorge showing his ignorance again.
The dogs were in soft sided pet carriers, which are APPROVED by several airlines, including….UNITED.
In fact on Uniteds website, it specifically shows that soft sided pet carriers are allowed.
Do your research for a change.
No ‘ESA’ or service animal shenanigans here either
It’s an in-cabin pet.
Wonder what happened? Doubt it was an issue over payment, but can’t rule anything out.
Were they flying on a Max 9 (can’t make this up) where pet carriers between 10 and 11 inches aren’t allowed? Or a 757 where only the window seat is allowed.
United has the most arcane aircraft limitations listed in its policy compared to AA and DL (where they only specifically restrict in lie flat premium cabins).
Or an issue with infant plus pet?
Or were they given an in cabin pet luggage tag, then for some reason another agent changed it up on them? Or did they snatch one from the counter?
In which case is the agent lunging for the tag?
Adding on…
The Congressman didn’t need to include the snide remarks about Kirby at the beginning. Poor civility not pertinent to the specific customer service incident.
In this case we have him, the United VP and the agent each on the wrong side of civility. Don’t yet know about his wife – wish there were more details about what led up to the altercation.
Am I the only one that caught the Congressman say there are “two” dogs but in the video I only see “one” dog carrier.
The rules say only one pet per carrier, so is there a second pet carrier not in the video ?
Maybe I missed the other pet carrier but if there is only one with two dogs you do not get to fly.
As far as the excec Phillip he needs retrained and demoted, you do not treat others like that if you are in customer service period.
I don’t have a dog in this hunt – pun intended- so I’m torn on blaming Crenshaw and family or the UA agents on this strange incident. But how in the world did UA senior management determine Phillip Griffith was the right person to run one of its biggest hubs, IAH? What a lousy attitude for the leader of several hundred employees to have in a customer service position. If he is leading by example, God help the UA customers passing thru IAH.
30West
I think you solved it. He does say they had 2 small dogs but I watched the videos closely and there appears to be only 1 carrier. THAT is a violation of United policy.
Maybe they got away with it in the past and didn’t think about it until they ran into Angela.
Two carriers and they would have easily met the requirements..
Ahhhh, Houston. The only airport I been treated like crap for asking an gate agent a simple question. Not surprised.
I love them at Crenshaw makes the hate America left seethe.
You can tell how correct someone or something is by how unhinged the emotional left is.
You’re entire ideology is based on feelings.
The mask wearing agent, an the usual hard core leftists in the comments defending the airline, speaks volumes
If your view of the incident, in either direction, changes because of the people involved, YATA.
JorgeGeorge? Who names themslves George George? And if dogs are always biting you, it’s not becasue you smell like steak – it’s because they can sense a danger to them. Some dogs are mean to everyone, if they’re just mean to you, it’s you. They’re usually right.
@andys
you must be an aggy
DLM! Dog Lives Matter!
I agree with PATTI, MCGEE and Ken D.
Airport agents and should NEVER touch a person.
Agents at Check In, should NEVER touch the property of said persons UNTIL they are delivered across the scale to the waiting agent for placement on the baggage delivery belt or for inspection and tagging and then returned to the traveler. As in this case, the dog and its carrier.
At the point they are tagged and released to the traveler, the agent should not touch anything, without the permission and consent of the traveler. Period.
Travelers should be asked to return to the check in gate for further discussion and/or consent to reinspect.
Here’s my take… I have a 50/50 relationship with United. 50% of the time, they’re awesome, but the other 50% of the time they treat passengers like trash. I don’t understand the dichotomy. I’ve been there when they address you politely by name and are the sweetest folks on the planet, and I’ve also witnessed a gate agent mock a specific passenger over the loudspeaker. I will say that based upon my last United experience, things seemed solidly improved. Then again, I was flying Polaris long haul so maybe they treated us better due to that?
At any rate, the sheer hostility evidenced by the United personnel was wrong. They need to disciplined in some way. And yes, a strong Passenger Bill of Rights would be a welcome improvement!